JOAN MATTOCKS LEADERSHIP

Organizational Behaviour Joan Mattocks Leadership



Organizational Behaviour Joan Mattocks Leadership

Introduction

Different people adopt different professions and to succeed in any profession it is imperative to for a person to adopt certain skills and qualities. Only those who become successful in adopting these qualities, trait or characteristics excel in that field. Some people possess natural ability, skills, characteristic and qualities to perform a certain task while others acquire or learn what they lack to succeed and proceed. Similarly, leadership is a phenomenon that requires a leader to possess certain qualities and characteristics to perform various tasks of leading people at its best. This paper will be discussing different characteristics of a leader then evaluating these characteristics.



Barclaycard

Barclaycard is a trading name of Barclays Bank PLC. Barclays Bank PLC subscribes to the Lending Code which is monitored and enforced by the Lending Standards Board. Barclays bank is the largest British financial institution established in 1967. It operates worldwide ranking on 21st largest company in whole world with large share and positioned at 2nd largest bank in United Kingdom. Though its share price fell by 90% in 2009 by the end of 2009 it increased its share price. In context of customer service strategy Barclays is also known as one of the top banks providing maximum level of satisfaction to its customers. They do lots of research on how can they provide extraordinary service to their customer. Banks mostly deals its customer through telephone providing solution if they are not satisfied by bank services.

Barclays bank has been providing various services but many of them have failed due to lack of customer service marketing strategy. For example, in 2009 Barclay's card machine was stopped for 3 hours due to crash in its network. Customers were unable to withdraw cash from Barclays ATM card machine as well as other card machines and were having problems. Though customers were unable to withdraw their amount because of the crash but even after the crash it could not recover immediately due to the lack of customer service strategy of bank and customers had to suffer. While conducting a Research on a relationship between marketing and customer service it was found that there is a significant gap between the marketer's vision and the reality of what representatives can deliver. Banking industry is receiving more than 1.25 millions complains.

Discussion

Leadership

“A leader is a man who makes decisions. Sometimes they turn out right and sometimes then turn out wrong; but either way, he makes them” (Den, 2002, pp. 166-187).

Leadership is the task of motivating, guiding, directing and leading others in the right direction in order to fulfil certain mutual aims and objectives. A leader through leadership role shows the right and correct path to his or her subordinates. Leadership provides subordinates a guidance with which they can bring improvement in their work. A reciprocal process within a group context that occurs when a leader influences group members to make intentional change toward a shared purpose and goal attainment

“Leaders instil in their people ...